projet report of sip

8/21/2019 Projet Report of SIP

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A PROJECT REPORT ON CUSTOMER SATISFACTION

AT BANK OF INDIA IN RANCHI

Guided by:-

1. Mr. Ai!"b# B"$er%ee

&Sr. M"$"'er( HRD)( *+$", +ie( R"$#i.

/. Mr. P"0i!r" Ku"r

&M"$"'er( M"re!i$' de2!!.)( *+$", +ie( R"$#i.

3. N",i$ R"$%"$ Tri2"!#y

&F"u,!y( ISM( 2u$d"'( R"$#i).

Pre2"red "$d Pre4e$!ed by:-

R"""$! M"#!+.

&PGDBM S!ude$! + ISM( R"$#i).


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PREFACE

Project work is an essential part of the PGDBMs curriculum in Institute of

Science & Management, Ranchi In the internship programme the

management stu!ent get in to the practicalities of learning, how the works

are !one in the real life situation in the market Its not onl" a learning

process #ut also e$periencing process

I was fortunate enough to get into m" internship programme! at B%' ()IDI% I achie*e! all the o#jecti*es, which an" summer trainee seek to

achie*e in his+her internship programme he #asic o#ject to m" internship

programme was, at an organi-ation like B%' () IDI% to get e$posure in

the fiel! of #anking research an! metho!s Moreo*er another o#jecti*e was

to enhance m" managerial skills an! I achie*e! all these o#jecti*es

%fter m" internship programme I compile m" stu!ies in the light of acti*ities

un!ertaken #" B%' () IDI% )inall" I am su#mitting m" project report

hanking "ou,

Ramakant Mahto

Stu!ent of PGDBM

Session ./ 0112/33

ISM, Pun!ag, Ranchi


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ACKNO56EDGEMENT

I take this opportunit" to thank all those who helpe! me in preparing this

interim project report I am sure that their continuous help an! assistance

ha*e ena#le! me to successfull" complete m" project

In the *er" #eginning I woul! like to thank Bank of In!ia for gi*ing me the

pleasant opportunit" to work with them an! allowing me to un!ertake a

project of such magnitu!e In particular, I woul! like to thank Mr. Ai!"b#

B"$er%ee &Sr. M"$"'er( HRD) "$d Mr. P"0i!r" Ku"r &M"$"'er(

M"re!i$' de2"r!e$!), who has #een instrumental in gi*ing this project

an! also the gui!ing spirit of m" en!ea*or )urther, I woul! also like to thank

all the emplo"ees of Bank of In!ia 4speciall" the #ranch managers of where

I ha*e !one the sur*e", who gui!e! me smartl"

%#o*e all I woul! like to gi*e all cre!it to one an! onl" Mr Pa*itra 'umar

5Marketing manager6, -onal office, Ranchi 7e pro*i!e! me his *alua#le

inputs an! a!*ice, which ma!e me feel at home

ow, I woul! like to thank our chairman Mr R%' 8erma as well as !irector

Mr SP Mishra, !ean aca!emics Mr M9 Singh, chairman raining &

Placement Mr :' ;hou#e" an! Sr ;R( Mr 8 Sinha for gi*ing me

opportunit" to work with such a #ig compan" like BANK OF INDIA

I woul! like to thank Mr alin Ranjan ripath" 5facult"6 who gui!e! me

smartl" in completing this project


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DEC6ARATION

I Ramakant Mahto, here#" !eclare that the project uirement

he project report is su#mitte! in partial fulfillment of the PGDBM course in

Institute of science & management, Pun!ag, Ranchi

I also !eclare that no part of the !ata in this project report has #een copie!from an" a*aila#le courses

Ramakant Mahto


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INDE7

S.NO. CHAPTERS PAGE NO.

3 Intro!uction of the su#ject ?/3@

;ustomer Satisfaction A/

Benefits of ;ustomer Satisfaction /31;ustomer Satisfaction Sur*e" 31/30;ustomer Satisfaction Process 30/3@

0 ;ompan" Profile 3?/?1Intro!uction of the ;ompan" 3AManagement Profile 3

;ompan" Mission, 8ision an! Cualit" polic" 3;ompetitors 32/03Pro!uct an! Ser*ices 03/@A)uture of Banking in In!ia @/@

%chie*ements an! %war!s @2/?1E Research Metho!olog" ?3/?A

Statement of the pro#lem ?0

(#jecti*e ?E/?@

Sample Si-e ,Metho!s an! Data ;ollection ?@/??

9imitation of the Stu!" ?A@ %nal"sis %n! Interpretation ?/2? )in!ings 1/3A Suggestions 0/E ;onclusion @/?

%ppen!ices A/2

Bi#liograph"

;ustomer )ee!#ack )orm /2


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CUSTOMER SATISFACTION

;ustomer satisfaction refers to the e$tent to which customers are happ"

with the pro!ucts an! ser*ices pro*i!e! #" a #usiness

;ustomer satisfaction le*els can #e measure! using sur*e" techni>ues an!

>uestionnaires

DEFINITIONS:

Dei$i!i+$ 1: ;ustomer satisfaction is e>ui*alent to making sure that

pro!uct an! ser*ice performance meets customer e$pectations

Dei$i!i+$ /: ;ustomer satisfaction is the perception of the customer that

the outcome of a #usiness transaction is e>ual to or greater than his+her

e$pectation

Dei$i!i+$ 3: ;ustomer satisfaction occurs when ac>uisition of pro!ucts

an!+or ser*ices pro*i!es a minimum negati*e !eparture from e$pectations

when compare! with other ac>uisitions

Gaining high le*els of customer satisfaction is *er" important to a #usiness

#ecause satisfaction customers are most likel" to #e lo"al an! to make

repeat or!ers an! to use a wi!e range of ser*ices offere! #" a #usiness

here are man" factors which lea! in high le*els of customer satisfaction

inclu!ing


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Pro!ucts an! ser*ices which are customer focuse! an! hence pro*i!e high

le*els of *alue for mone"

Fhat is clear a#out customer satisfaction is that customers are most likel" to

appreciate the goo!s an! ser*ices that the" #u" if the" are ma!e to feel

special his occurs when the" feel that the pro!ucts an! ser*ices that the"

#u" ha*e #een speciall" pro!uce! for them or for people like them

BENEFITS OF CUSTOMER SATISFACTION

he importance of customer satisfaction an! support is increasingl"

#ecoming a *ital #usiness issue as organi-ation reali-e the #enefits of

;ustomer Relationship Management 5;RM6for pro*i!ing effecti*e customer

ser*ice Professionals working within customer/focuse! #usiness or those

running call centers or help !esks, nee! to keep informe! a#out the latest

customer satisfaction techni>ues for running a *alua#le customer ser*ice

function )rom small customer ser*ice !epartments to large call centers, the

importance of !e*eloping a *alue! relationship with customers using ;RM is

essential to support customer an! long/term #usiness growth

5#"! D+ Cu4!+er4 5"$!8

Before we #egin to create tools to measure the le*el of satisfaction, it is

important to !e*elop a clear un!erstan!ing of what e$actl" the customer

wants Fe nee! to know what our customers e$pect from the pro!ucts an!

ser*ices we pro*i!e


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;ustomer e$pectations ha*e two t"pes

4$presse!

Implie!

E92re44ed;ustomer 4$pectations are those re>uirements that are written

!own n the contract an! agree! upon #" #oth parties for e$ample, pro!uct

specifications an! !eli*er" re>uirements Suppliers performance against

these re>uirements is most of the items !irectl" measura#le

I2,ied;ustomer 4$pectations are not written or spoken #ut are the ones

the customer woul! He$pect the supplier to meet ne*ertheless )or e$ample,

a customer woul! e$pect the ser*ice representati*e who calls on him to #e

knowle!gea#le an! competent to sol*e a pro#lem on the spot

here are man" reasons wh" customer e$pectations are likel" to change

o*ertime Process impro*ements, a!*ent of new technolog", changes in

customers priorities, impro*e! >ualit" of ser*ice pro*i!e! #" competitors

are just a few e$amples

he customer is alwa"s right Suppliers jo# is to pro*i!e the customer what

he+she wants, when he+she wants it ;ustomer satisfaction is customers

perception that a supplier has met or e$cee!e! their e$pectations


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5HAT CONSTITUTES SATISFACTION8

Fe cannot create customer satisfaction just #" meeting customers

re>uirements full" #ecause these ha*e to #e met in an" case 7owe*er

failing short is certain to create !issatisfaction

M"%+r A!!ribu!e4 + u4!+er 4"!i4"!i+$ i$ b"$i$' i$du4!ry "$ be

4u"ried "4:

Pro!uct >ualit"

Premium (utflow

Return on In*estment

Ser*ices

Responsi*eness an! a#ilit" to resol*e complaints an! reject reports

(*erall communication, accessi#ilit" an! attitu!e

5HAT ARE THE TOO6S8

;ustomer e$pectations can #e i!entifie! using *arious metho!s such as.

Perio!ic contract re*iews

Market research

elephonic inter*iews

Personal *isits

Farrant" recor!s

Informal !iscussions

Satisfaction sur*e"s


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Depen!ing upon the customer #ase an! a*aila#le resources, we can

choose a metho! that is most effecti*e in measuring the customers

perceptions he purpose of the e$ercise is to i!entif" priorities for

impro*ements Fe must !e*elop a metho! or com#ination of metho!s

that helps to continuall" impro*e ser*ice

CUSTOMER SATISFACTION SUR;E


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A u4!+er 4"!i4"!i+$ e"4uree$! 4ur0ey 4#+u,d "! ,e"4!

ide$!iy !#e +,,+=i$' +b%e!i0e4:

Importance to customers 5;ustomers priorities6

;ustomers perception of suppliers performance

Lour performance relati*e to customers priorities

Priorities for impro*ement

Sur*e" forms shoul! #e eas" to fill out with minimum amount of time an!

efforts on customers part he" shoul! #e !esigne! to acti*el" encourage

the customer to complete the >uestions Let the" must pro*i!e accurate

!ata shoul! also #e sufficientl" relia#le for management !ecision making

his can #e achie*e! #" incorporating o#jecti*e t"pe >uestions where

customer has to uestionnaire for each of them


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Respon!ents must #e pro*i!e! a wa" to e$press the importance the" attach

to *arious sur*e" parameters Respon!ents shoul! #e aske! to gi*e a

weighting factor, again on a rating scale of sa", 3 to 31, for each

re>uirement his gi*es a #etter in!ication of relati*e importance of each

parameter towar!s o*erall customer satisfaction an! makes it easier for

suppliers to prioriti-e their action plans #" comparing the performance rating

5scores6 with importance rating 5weighing6

CONSUMER RESEARCH IN DIFFERENT DISCIP6INES

% consi!era#le #o!" of literature e$ists on consumption, consumer #eha*ioran! consumer !ecision making process

Most of the consumer research focuse! on a!opter categories, ha#its,

attitu!es an! intentions rather than on actuall" measuring the satisfaction

le*el with the ser*ice

CONSUMER SATISFACTION PROCESS

he paramount goal of marketing is to un!erstan! the customer an! to

influence #u"ing #eha*iour

he process can #e !epicte! as follows./

ee! recognition/ reali-ation of the !ifference #etween the !esire! an!

the current situation that ser*es as a trigger for entire process Search for information

Pre purchase alternati*e e*aluation

;onsumption5utili-ation of the procure! option6

Post purchase alternati*e re/e*aluation


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Di*estment5!isposal of the unconsume! pro!uct an! its remnants6

5Aueste! to keep us


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informe! of their e$periences a#out the *arious ser*ices ren!ere! #" the

Bank an! feel free to comment on this ;o!e Fe inten! to #ring it out in

man" Regional 9anguages in su#se>uent "ears

COMMON PRACTICES FO66O5ED B< BOI BRANCHES:-

Displa" #usiness hours

Ren!er courteous ser*ices

%tten! to all customers present in the #anking hall at the close of

#usiness hours Pro*i!e separate N4n>uir"N or NMa" I help "ouN counter at large

#ranches (ffer nomination facilit" to all !eposit accounts 5ie account opene! in

in!i*i!ual capacit"6 an! all safe !eposit locker hirers 5ie in!i*i!ual

hirers6 Displa" interest rates for *arious !eposit schemes from time to time

otif" change in interest rates on a!*ances

Pro*i!e !etails of *arious !eposit schemes+ser*ices of the Bank

Issue Deman! Drafts, Pa" (r!ers, etc

Displa" ime/orms for *arious #anking transactions

Pa" interest for !ela"e! cre!it of outstation che>ues, as a!*ise! #"

Reser*e Bank of In!ia 5RBI6 from time to time %ccor! imme!iate cre!it in respect of outstation an! local che>ues up

to a specifie! limit su#ject to certain con!itions, as a!*ise! #" RBI

from time to time Pro*i!e complaint+suggestion #o$ in the #ranch premises

Displa" a!!ress of Oonal an! ;entral (ffices as well as o!al (fficer

!ealing with customer grie*ances+complaints


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INRODUCTION OF THE COMPANuc ationale !e Paris

Barcla"s Bank Plc

;iti Bank ;

Deutsche Bank %G

7ongkong an! Shanghai Banking ;orporation

Stan!ar! ;hartere! Bank

he ;hase Manhattan Bank 9t!

Dres!ner Bank %G

PRODUCTS AND SER;ICES


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DEPOSITS

S"0i$' B"$4

ame of Scheme Sa*ings Bank %+cScheme a*aila#le at #r all #ranches4ligi#le In!i*i!ual / Single %ccounts,wo or

more in!i*i!uals in oint %ccounts ,Illiterate Persons Blin! persons,Minors,%ssociations, ;lu#s, Societies, etcrusts, Institutions+%genciesspecificall" permitte! #" the RBI

Initial Deposits Rs?11+/ for ;he>ue #ook operate! an!Rs311+/ for non che>ue #ook a+cs,

)or Pensioners Rs311+/ an! Rs31+/Interest Rate E?Q pa applie! twice in a "ear in )e# an!%ugust

;harges of non/maintaining

minimum #alance

Rs01+/ per month for not maintaining minBalance

Incenti*es 36 )(R ;74C:4 (P4R%4D %;;(:S ?1;74C:4 94%84S P%, )R44

06 o 9e!ger folio+ ransaction charges

E6 )ree G9(B%9 D4BI ;:M %M ;ar! 5%nnual;harges applica#le from ne$t "ear 6with free

Star San!esh5SMS6 on !e#it transactions

@6 )ree Internet Banking facilit"

?6 )R44 ):D R%S)4R 7R(:G7 I4)R4 B%'IG

A6 :nlimite! Internet & %M transactions

6 )ree access to B(I %Ms un!er ;ash ree

6 )R44 SMS %D 494B%'IG,

26 Personali-e! che>ue #ook on re>uest at select centres

316)ree utilit" #ills pa"ment facilit" through e/


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pa"

336)ree 4)+RGS through internet Banking up to Rs? lac

306% ;BS #ranches ma$ cash with!rawal transaction.?1111+/, upto 0?111+/ per !a"free Be"on! Rs0?111+/ charges / Rs0+/ per thousan! an! cash !eposits Rs3+/ per thousan! for tr (f fun!s from ;BS to ;BS06 for ransfer of fun!s from ;BS to ;BSIntersol ;harges 5Remittance #etween ;BSBranches6Between %+cs with same ;ustomer ID. ocharges

Between %+cs with !ifferent ;ustomer ID:pto Rs 311 lac. o charges%#o*e Rs 311 lac. Rs ?1+/ flat

Pro!uct a*aila#le speciall"to B(I customers


B(I/ational Swasth"a Bima Lojanafloter me!iclaim polic" of I;9 a*aila#leat low premium


Domestic ra*el Insurance;o*er at low premium of RsAE+/ paa*aila#le to B(I customers

BASIC SA;INGS A>C &N+ Fri,,)

FEATURES:

3 %!ult In!i*i!uals can open account

0 )irms + oint accounts not eligi#le

E Simplifie! 'now Lour customer norms to #e complie!

@ SB no/frill account to #e opene! with minimum Oero #alances at all#ranches, su#ject to compliance of all other terms an! con!itions=

? )ree De#it ;um %M car! issue! at all ;BS #ranches5%nnual ;hargesapplica#le from ne$t "ear 6


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A Fith!rawals through %Ms & #ranch with!rawals / ma$ 0 per month

o thir! part" with!rawals

omination compulsor"

2 Interest E?1 Q pa on #alances /Min interest earning to #e Rs ?+/half "earl"

31 ;ollection of che>ues upto Rs ?111+Tinto the account

33 )ree >uarterl" statement of account at :r#an an! Metro #ranches Pass#ooks at Rural & semi/ur#an #ranches

30o penalt" for not maintaining Min #alance

3E o charges for closure of account5%M De#it car! to #e surren!ere! at:r#an & Metro centres6

3@ %ccount can #e con*erte! into normal SB account #" maintainingre>uire! minimum #alance

3? Branch Managers are !elegate! to issue one che>ue #ook free to literateaccount hol!ers.

STAR PO5ER SA6AR< ACCOUNT

o minimum #alance re>uirements

o 9e!ger )olio+ ransactions charges

)ree %M International De#it ;ar!5%nnual ;harges applica#le from ne$t

"ear 6 )ree In!ia ;ar! 5;harge ;ar!6

)ree Internet Banking )acilit" :nlimite! %M an! Internet ransactions

)ree %ccess to non/B(I %Ms un!er ;ash ree

)ree Statement of %ccount / Cuarterl" / from the Branch

5o Pass Books to #e !eli*ere!6 Monthl" / through e/mail )ree ele #anking+ SMS Banking?

)ree Personali-e! ;he>ue Books 5?1 lea*es in a "ear6?


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)ree Demat %ccount 5for the first "ear6?

)acilit" for (nline ra!ing of Shares?

)ree che>ue pickups+!eli*eries / once a !a" 5che>ue !rop #o$es to #e

installe! in the (ffice6 (D )acilit" / e>ual to pre*ious monthNs net salar" Personal 9oan

Rate@ )ree Multicit" ;he>ues ?

)ree :tilit" Bills Pa"ment through e/Pa" )acilit"

Fai*er of processing charges an!+or concession in R+Interest upto 0?

#asis points for group processing of Retail 9oans of the emplo"ees / OMsto use their !iscretion

@C+$di!i+$4 "22,y:- )or (D )acilit", the emplo"eeNs total !e!uctions

shoul! not #e more than A?Q of his total salar" Branch Managers to usetheir !iscretion #ase! on the con!uct of the Salar" %+c

?%t select centers onl" )ree Multi cit" ;he>ue woul! #e a*aila#le to thoseemplo"ees whose %*erage Cuarterl" Balance is Rs?1,111+/ or more U

)ree fun! transfer 5 4)+RGS6 facilit" through Internet Banking :ptoRs?lac

TERMS CONDITIONS:-

3 Salar" %ccounts ma" #e opene! for )irms+ ;orporate+Go*t + Semi/Go*tun!ertakings ha*ing minimum 0? emplo"ees

0 he Institution shoul! open its ;+D %+c with us, where*er possi#le

E Minimum net salar" of an" emplo"ee not to #e less than Rs31,111+/ pm

@ Salar" %ccounts ma" #e opene! onl" in ;BS Branches, so that

a centrali-e! salar" !ata#ase is create! an! pro*i!e! to the Salar" pa"ing;ompan"+ Go*t Deptt, whene*er re>uire! 5at a cost6


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# Simultaneous cre!it of salar" for all the emplo"ees in *arious #ranches ofthe ;ompan" is possi#le through centrali-e! salar" pa"ment scheme in thecase of companies ha*ing #ranches in more than one cit"

c Salar" pa"ing ;ompan" pro*i!es salar" particulars in a flopp" or soft cop",so that cre!it can #e gi*en to the in!i*i!ual accounts with least workpressure

Curre$! De2+4i!4&STAR BENEFIT CD ACCOUNTS)BENEFITS ON6< TO NE5 CUSTOMERS & ..)

S#ee "0"i,"b,e "! br. :- In all Branches

E,i'ib,e:-

5i6In!i*i!ual / Single %ccount

5ii6wo or more in!i*i!uals oint %ccounts5iii6Sole Proprietar" ;oncerns5i*6Partnership )irms5*6Illiterate Persons5*i6Blin! Persons5*ii6Minors5*iii69imite! ;ompanies

5i$6%ssociations, ;lu#s, Societies, etc5$6rusts5$i6oint 7in!u families 5accounts of non/tra!ing nature onl"65$ii6Municipalities5$iii6Go*ernment an! Cuasi/Go*ernment Bo!ies5$i*6Pancha"ats5$*6Religious Institutions5$*i64!ucational Institutions 5inclu!ing :ni*ersities65$*ii6;harita#le Institutions

Mi$ I$i!i", De2+4i!4 AND AB:-

Rs?111+/ %84R%G4 C:%R4R9L B%9%;4

Mi$iu b","$e #"r'e4:-

Rs011+/ per >uarter


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I$e$!i0e4:-

wo !eman! !rafts+pa" or!ers 5up tors? lac each pm6

Star spee! che>ue collection 5!eposit of che>ue at an" of our #ranch

at an" outstation centre an! collection of amount in parent a+c like alocal clearingche>ues 6

)ree international +glo#al atm cum !e#it car! to in!i*i!uals5annual

charges applica#le from ne$t "ear 6

)ree sms alerts on customer in!uce! transactions through internet

#anking, atm or at pos an! *arious other transactions freesms+phone+internet #anking

)ree neft+rtgs through internet #ankings

B(I/national swasth"a #ima "ojana floater me!iclaim polic" an!

!omestic tra*el ins polic" of nicl a*aila#le at concessional rate ofpremium to in!i*i!uals

9ife insurance an! ulip pro!ucts of star union !ai/ichi life insurance

colt! are also #eing !istri#ute! #" us to our customers

BOI S"0i$'4 P,u4 S#ee ? &De2+4i! Pr+du!)

SA6IENT FEATURES

&Ee!i0e r+ 1-/-/)

V B(I Sa*ings Plus is a mi$ of Sa*ings Bank %ccount an! erm Deposit%ccount


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V It aims at ma$imi-ing the earnings for the customer, withoutjeopar!i-ing li>ui!it"

V Minimum #alance in SB portion is Rs0?,111+/ an! minimum #alancein erm Deposit Portion is Rs?,111+/

V %n" amount in e$cess of Rs0?,111+/ in the SB portion will #e autoswept out into the SDR or DBD portion in multiples of Rs?,111+/ on!ail" #asis

V In the SDR portion, monies can #e in*este! for an" perio! from 3?!a"s to 32 !a"s, as per the customerNs choice In the DBD portion,monies can #e in*este! from A months upto an! inclu!ing 31 "ears, asper the customerNs choice

V :pon maturit", the principal in the SDR+DBD portion woul! #e auto/renewe! for an e>ual perio!, while the interest woul! #e cre!ite! tothe SB portion on the concerne! !ue !ate he same, if not with!rawncan #e swept #ack again into SDR+DBD for a perio! of the customerNschoice

V In case the #alance in the SB portion is short of the re>uire! le*el tomeet che>ues presente! in the %+c, fun!s from SB Plus portion will #eauto swept in, into the SB portion, in multiples of Rs3,111+/ on !ail"#asis %lthough this woul! amount to Pa"ment #efore Maturit", nopenalt" woul! #e charge! he latest SDR+DBD !eposit woul! #eclose! #efore maturit" 5in multiples of Rs3,111+/6 to ensure that thecustomer !oes not ha*e to #ear higher loss 5ie 9I)( principle toappl"6

V on/maintenance of minimum #alance prescri#e! in the SB portion,will attract a penalt" of Rs011+/ per >uarter

V Rate of Interest on the SB portion woul! #e E?Q pa, while theRate of Interest on the SDR+DBD portion will !epen! on the tenure for

which each !eposit is place!, an! at the ruling Interest Rate as on the!ate the !eposit is place! or renewe!

V DS norms woul! appl" as per e$tant rules

STAR F6E7I--RECURRING DEPOSIT SCHEME


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SA6IENT FEATURES:

A0"i,"bi,i!y + !#eS#ee

%t all our Domestic ;BS an! ;IB4W Branches

E,i'ibi,i!y In!i*i!uals & oint %ccounts 5Inclu!ingMinors6

N+i$"!i+$ F"i,i!y %*aila#le

Mi$iu "+u$! +M+$!#,y I$4!",e$!4

Rs3111+/ will #e Minimum ;ore Monthl" Instalment

M"9iu "+u$! +M+$!#,y I$4!",e$!4

Rs31,111+/ will #e the Ma$imum core Monthl"Instalment

F,e9i I$4!",e$! %n" amount in multiples of Rs3,111+/5(nl" one core &one fle$i instalment per month6 Ma$imum fle$iinstalment can #e 31 times the core instalment

Peri+d Minimum 30 months Ma$imum 31 "ears 5In multiples

of E months onl"6I$!ere4! R"!e: C+re

I$4!",e$!4 &Fi9ed R"!e)F,e9ib,e I$4!",e$!4

%s applica#le for the perio! for which the %+c is opene!%pplica#le rate at the time of !eposit of the )le$i#leinstalmentX

Pe$",!y %s per applica#le rules for !ela" + non/receipt of coreinstalments

M"!uri!y ;",ue Fill #e calculate! #" the S"stem, !epen!ing on theamount of fle$i instalmentsY no fi$e! Maturit" 8alue

6+"$( OD "$d Ad0"$e4 Permitte! as per e$istingrules

T"9 !re"!e$! o DS 5R+D %ccounts are e$empte! from DS as perpresent rules6

O!#er !er4 "$d

+$di!i+$4

%s applica#le to e$isting RD Scheme o a!*ance coreinstalments %mount !eposite! a#o*e core instalmentswill #e consi!ere! as )le$i instalments for that monthStan!ing Instructions will #e accepte! onl" for the coreinstalments

S!"r Di"+$d S"0i$'4 A+u$!.

Bank of In!ia offers "ou NStar Diamon! BankingN %n e$perience that opensthe !oors to a whole new worl! of pri*ilege! #anking (ne thatNs fille! withunparallele! a!*antages he Star Diamon! Banking status coul! #e the aceup "our slee*e, making transactions hassle/free an! #anking that muchsimpler So #e a part of a new era in #anking, one in which we can share ane$clusi*e an! cherishe! relationship


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Presentl" a*aila#le in all ;BS #ranches

T#e Be$ei!4?

FEATURES

STAR DIAMOND

SA;INGS

ACCOUNT

%*erage Cuarterl" Balance in Sa*ings %+c 3 lac an! a#o*eBranch !e#it transactions per month )R44SMS+Phone+%M an! Internet Banking )R44Personalise! che>ue #ook LesMulti/cit" che>ue #ook facilit" Les7ome !eli*er" of Deman! Drafts 5couriere!6 )R44Statement of %ccount, on !eman! )R44

International Gol! ;re!it ;ar! )R44International De#it ;ar! )R44Relationship Manager LesProcessing charges on Personal+Retail 9oans Fai*e!Demat %ccount %nnual Maintenance charge Fai*e!

Inwar! ;he>ue Return charges localStop pa"ment of ;he>ue ;harges

Fai*e!Waived

%ir %cci!ent ra*el Insurance:pto Rs?11 lacsfree

Free u$d !r"$4er & NEFT>RTGS) "i,i!y !#r+u'#I$!er$e! B"$i$' U2!+ R4.,"

?C+$di!i+$4 "22,y.

BOI Su2er S"0i$' P,u4./

ame of Scheme Super Sa*ing PlusScheme a*aila#le at #r all ;BS #ranches4ligi#le %ll those who can open SB %+c can

open this a+csInitial Deposits 01 lacsMinmum #alance or Cr%*g #alance ? lacs >r %*gSweep in 5ransfer Back to SB+;D %+c fromDR66

Dail"


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Sweep out5ransfer from SB+;D to DR6 3? !a"sMultiple %mount sweep out 3? lacsPerio! of Deposit 9ess than A months

Interest Rate %s applica#le to !eposit of Rs,3?11lacs & a#o*e;harges of non/maintaining min>r %*g #alance

?11+/ per >uarter

Premature with!rawal Sweep in allowe! !ail"%!*ance a*aila#le o a!*ance a*aila#leIncenti*es )ree IntDe#it/cumZ%M car!

)ree Internet Banking facilit")ree remittance upto 0?111+//;BSPersonali-e! che>ue #ook onre>uestR(I applica#le to less than 3? lac)ree 4)+RGS through internetBanking upto Rs? lac% ;BS #ranches ma$ cashwith!rawal transaction.Rs ?1111+/,upto Rs 0?111+/ per !a" freeBe"on! Rs0?111+/ charges / Rs0+/per thousan! an! cash !epositsRs3+/ per thousan! for tr (f fun!sfrom ;BS to ;BS

Pro!uct a*aila#le speciall" to B(I customers

Pro!uct a*aila#le speciall" to B(I customers

B(I/ational Swasth"a Bima Lojanafloter me!iclaim polic" of I;9a*aila#le at low premium

Pro!uct a*aila#le speciall" to B(I customersDomestic ra*el Insurance ;o*er atlow premium of RsAE

STAR SUNIDHI TA7-SA;ING DEPOSIT SCHEME

A S#ee +r ,+$' !er 4"0i$'4 i$0e4!e$!4( =i!# I$+e T"9

Be$ei!4...4ligi#le In!i*i!uals & 7:)s ha*ing P% um#ersMinimum Deposit Rs31,111+/Ma$imum Deposit Rs3,11,111+/ pa"pe of Deposit )DR+MI;+CI;+DBDenure Minimum/? "ears

Ma$imum/:pto & inclu!ing 31 "ears


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Rate of interest %s applica#le to our normal !omestic term !epositsPrematurewith!rawal

ot Permitte! upto ? "ears

%pplica#ilit" %ll #ranches in In!iaomination )acilit" %*aila#le%!*ance )acilit" ot a*aila#le for a perio! of ? "ears from he Date of

Deposit(ther Benefits a$ 4$emption u+s 1c of the Income a$ %ct(ther erms an!;on!itions

i6 In the case of oint %ccounts,onl" the first name!Depositor will #e eligi#le for !e!uction un!er Section 1c ofthe Income a$ %ctii6 o nomination shall #e ma!e in respect of aermDeposit applie! for an! hel! #" or on#ehalf of a Minoriii6he erm Deposit shall not #e ple!ge! to

secure a loan or as securit" to an" other a!*ance*6 (ther terms an! con!itions as applica#le to normalerm Deposits

S"0i$'4 B"$ &STAR SURAKSHA SB ACCOUNT)BENEFITS ON6< TO NE5 CUSTOMERS &r+ ..)

N"e + S#ee STAR SURAKSHA SB ACCOUNT

Scheme a*aila#le at#r

%ll #ranches

4ligi#le In!i*i!uals / Single %ccounts, oint %ccounts ,e$cept Minors,RIs an! accounts un!er Diamon! ;ategor"

Initial an! MinDeposit

Rs?11+/

Interest Rate E?Q pa applie! twice in a "ear in )e# an! %ugust


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;harges of non/maintainingminimum #alance

Rs01+/ per month for not maintaining min Balance

Incenti*es 3 )R44 %;;ID4%9 D4%7 IS:R%;4 ;(84R :P (

RS?1,111+/

0 )R44 (4 DD+P%L (RD4R PM 5:P( RS0?111+/6

E )R44 ?1 ;74C:4 94%84S P%

@ ( 94DG4R )(9I(+ R%S%;I( ;7%RG4S

? )R44 I4R%I(%9+G9(B%9 %M ;:M D4BI ;%RD5%nnual ;harges applica#le from ne$t "ear 6

A )R44 S%R S%D4S7 5SMS6 )(R ;:S(M4R ID:;4D

R%S%;I( )R(M %M+P(I () S%94 (R I4R4B%'IG %D S(M4 (74R R%S%;I(S

)R44 I4R4 B%'IG )%;I9IL

)R44 4)+RGS 7R(:G7 4 B%'IG

2 :9IMI4D I4R4 & %M 5 B%'S %M 6R%S%;I(S

31 )R44 SMS %D 494B%'IG

33 P4RS(%9IS4D ;74C:4 B((' ( R4C:4S%

S494; ;4R4S

30 )R44 :I9IL BI99S P%LM4 )%;I9IL7R(:G7 4/P%L

Pro!uct a*aila#lespeciall"to B(I customers

B(I/ational Swasth"a Bima Lojanafloater me!i claim polic" of I;9 a*aila#le at low premium

Pro!uct a*aila#le toB(I customers

9ife Insurance an! :9IP pro!ucts of Star :nion Dai/ichi 9ifeInsurance ;o9t! are also #eing !istri#ute! #" us to ourcustomers

DEPOSITS SCHEMES

B(I #ranches ha*e facilities to open *arious t"pes of Deposit accounts Sa*ings Bank 5Domestic, R4, R(6


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;urrent account

Ter De2+4i!4

Dou#le Benefit Deposit

)i$e! Deposit Receipt

Short Deposit Receipt

Cuarterl" Income ;ertificate

Monthl" Income ;ertificate

Recurring Deposit

DOUB6E BENEFIT DEPOSIT FI7ED DEPOSIT RECEIPT

BOI F6OATING RATE DEPOSIT SCHEME

S",ie$! Fe"!ure4:

OBJECTI;E o optimise returns on high *alue!eposits #" permitting the !epositorto ha*e the #enefit of market/relate!interest rates

MINIMUM AMOUNT OFDEPOSIT

Rs3 ;rore an! thereafter inmultiples of Rs31,111+T

PERIOD OF DEPOSIT (ne Lear 5)i$e!6

INTEREST RATE ON DEPOSIT 10?Q more than the "iel! rate on23 !a"s reasur" Bill

RE-PRICING DATES Interest will #e re/set effecti*e first

!a" of e*er" calen!ar >uarter ie 3stof anuar", %pril, ul" an! (cto#er

INTEREST ACCRUA6 %t >uarterl" rests

DEPOSIT SCHEMES FOR SENIOR CITI*ENS&5.E.F 3../1)


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FEATURES:-

Senior ;iti-ens.

(ne who has complete! A1 Lears of age

he first !eposit hol!er shoul! necessaril" #e Senior;iti-en

he joint account hol!er ma" #e Spouse Spouse nee!not #e senior citi-en

Mi$iu "+u$! + de2+4i!:

Rs 31,111+/

o ceiling on ma$imum amount of !eposit

I$!ere4! R"!e +$ De2+4i!4:

(n !eposits of A months an! a#o*e a!!itional interestrate of 1?Q pa will #e applica#le

he a!!itional interest rates will appl" onl" on )resh!eposits an! upon renewal of maturing !eposits

N+i$"!i+$ F"i,i!y:

he !epositors can nominate an" relati*e to recei*e the#alance outstan!ing in his cre!it

(n pro!uction of the proof of !eath of the !epositor, #"the relati*e so nominate!

DEPOSIT SCHEMES FOR SENIOR CITI*ENS &5.E.F3../1)

E,i'ibi,i!y u$der !#e 4#ee: %ll erm Deposits (f (4 L4%R & %B(84

FEATURES:-


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6OANS

S!"r Mi!r" Per4+$", 6+"$

&A SPECIA6 6OAN SCHEME FOR THE PHuipment

Cuotation+In*oice in respect of the

e>uipment to #e purchase!

iiiStampe! receipt to #e su#mitte! afterpurchase of the e>uipment

%99 (74R 4RMS & ;(DII(S I;9:DIG D(;:M4%I( () S%R P4RS(%99(% S;74M4 FI99 %PP9L

S!"r Per4+$", 6+"$4


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Star Personal 9oan Scheme pro*i!es loan to meet *arious Personalre>uirements of customers an! their famil"

Bank offers loans for marriage e$penses, me!ical e$penses,

e!ucational e$penses, purchase of consumer !ura#les etc Ma$imum>uantum of a!*ance is Rs3111 lakhs, !epen!ing upon the income,with *er" attracti*e interest rate an! eas" repa"ment plan

S!"r Per4+$", 6+"$4

Pr+du! BOI S!"r Per4+$", 6+"$ S#ee

E,i'ibi,i!y

Ty2e4 + "d0"$e Deman!+erm 9oan+(*er!raft 5re!uci#le as per repa"mentsche!ule6(*er!raft limit 5not re!uci#le as per repa"ment sche!ule6ma$imum uptoRs3 lac to confirme! permanent emplo"ees of ;entral+StateGo*t+Repute! ;orporates an! PS:Ns

Pur2+4e C,e"$>U$4eured

,+"$4

Marriage e$penses of self,

son,!aughter or a !epen!ent nearrelati*e

Me!ical 4$penses incurre!+to#e incurre! for self, spouse,chil!ren, !epen!ent nearrelati*e

)or e!ucation of self+spouse+chil!ren+ near !epen!entrelati*es

%n" other personal e$pensesof #onafi!e nature asappro*e! #" the Bank

Seured ,+"$4

Repa"ment of e$isting

housing loans fromother #anks+)inancialInstitutions, etc

4!ucation of self,spouse, chil!ren, near!epen!ent relati*es

Purchase of consumer

!ura#les, computers,professionale>uipments etc

M"9. 6+"$

Mi$. Sie + ,+"$

Rs011 lacs

Minimum si-e of loan ./%t Metro an!:r#an ;entres . Rs31,111+/

Rs3111 lacs

Minimum si-e ofloan ./%t Metro an!

Salarie! emplo"ees, Professionals an! in!i*i!uals with highnetworth, regular pensioners or famil" pensioners !rawingregular monthl" pension through Branch, Staff mem#ers, retire!

emplo"ees 5other than !ismisse!+compulsoril" retire!6 of ourBank


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%t Rural an! Semi :r#an centres. ominimum si-e of loan

:r#an ;entres . Rs31,111+/

%t Rural an! Semi:r#an centres. o

minimum si-e of loanE,i'ib,e A+u$! 31 times of net monthl" emoluments

in case of salarie! emplo"ees(R?1Q of gross annual income as perlast Income a$ Return forProfessionals+In!i*i!uals of highnetworth

01 times of Grossmonthl" emoluments in caseof salarie!emplo"ees(R311Q of gross a*erageannual income asper last three Income a$Returns forProfessionals+

In!i*i!uals of highnetworth

R"!e + I$!ere4!

&O$ d"i,y redui$'

b","$e4)

=.e..1..

10?Q a#o*e BP9R 300?Q pa atmonthl" rests Interest concession towomen / 1?1Q [%ll #orrowers to #ewomen\ )or Senior ;iti-ens 31?Q )inancing secure! un!er tie/up arrangement 33?1Q

%t 1?1Q #elow BP9R Min33?1Q pa at monthl"rests Interest concession towomen / 1?1Q [%ll#orrowers to #e women\

Re2"ye$! EA 4>uate! monthl" instalmentswef one month after first!is#ursement 4$ceptional cases

upto A1 months

Ma$imum A1 4>uate!monthl" instalments wefone month after first

!is#ursement from loanaccount

Seuri!y 4>uita#le+9egal Mortgage of commercial or resi!ential properties7"pothecation charge on assets ac>uire!

;ollateral securit" in the form of ple!ge of gol!+gol! ornaments,S;+In!ira 8ikas Patra, Bon!s, %ssignment of 9I; policies, ReliefBon!s etc

Pr+e44i$'>H"$d,i$'

#"r'e4(ne time 331Q of loan amount Min Rs3111+/ an! Ma$Rs?111+/Pensioners. (ne time 331Q of loan amount, min Rs ?11+/

an! ma$ Rs 3,311+/o processing charges for Senior ;iti-ens 5A1 "ears & a#o*e6

O!#er C#"r'e4 Stamp charges for !ocuments . %t actuals9oan %greement cop" charges. %s applica#le

S!"r Edu"!i+$ 6+"$


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1.OBJECTI;E PURPOSE:

he Star 4!ucational 9oan Scheme aims at pro*i!ing financial support fromthe #ank to !eser*ing+ meritorious stu!ents for pursuing higher e!ucation inIn!ia an! a#roa! he main emphasis is that e*er" meritorious stu!ent ispro*i!e! with an opportunit" to pursue e!ucation with the financial supporton affor!a#le terms an! con!itions

/. E6IGIBI6IT< CRITERIA:

") STUDENTS E6IGIBI6IT


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;ourses offere! #" ational Institutes an! other repute! pri*ateinstitutions with prior appro*al of 7ea! (ffice

;ourses offere! in In!ia #" repute! foreign uni*ersities with prior

appro*al of 7ea! (ffice

ote . 3 Professional courses not appro*e! #" %I;4 an! con!ucte! #"Institutes not recognise! #" State :ni*ersities is outsi!e the pur*iew of theeligi#ilit" un!er the scheme 0 Special scheme for stu!ents a!mitte! to IIs, at concessional rateof interest

&ii) S!udie4 "br+"d:

Gra!uation . )or jo# oriente! professional+technical courses offere! #"repute! uni*ersities Post Gra!uation . M;%, MB%, MS, etc

;ourses con!ucte! #" ;IM% / 9on!on, ;P% in :S%, etc

3. E7PENSES CONSIDERED FOR 6OAN :

)ee pa"a#le to college+school+hostelX 4$amination+9i#rar"+9a#orator" fee

Purchase of #ooks+e>uipments+instruments+uniforms

;aution !eposit+#uil!ing fun!+refun!a#le !eposit supporte! #"Institution #ills+receipts

ra*el e$penses+passage mone" for stu!ies a#roa!

Purchase of computers / essential for completion of the course

Insurance co*er for the stu!ent

%n" other e$pense re>uire! to complete the course / like stu!" tours,project work, thesis, etc

X %s per #rochure+ !eman! letter from the institution

. UANTUM OF FINANCE :

ee! #ase! finance su#ject to repa"ing capacit" of the parents+stu!entswith margin an! the following ceilings .

Stu!ies in In!ia / Ma$imum Rs3111 lakh Stu!ies a#roa! / Ma$imum Rs0111 lakh


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. MARGIN :

:pto Rs@ lakh . il%#o*e Rs@ lakh / Stu!ies in In!ia . ?QStu!ies %#roa! . 3?Q] Scholarship coul! #e inclu!e! in margin] Margin to #e #rought in on "ear to "ear #asis as an! when !is#ursementsare ma!e. SECURIT


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:pto Rs@11 lacs / Rs ?11+/(*er Rs@11 lacs upto Rs?1 lacs / Rs3111+/(*er Rs?1 lacs upto Rs0111 lacs / Rs0111+/

In respect of loans a*aile! #" #orrowers from rural areas from the RuralBranches ;harges il

. INSURANCE . %ll the stu!ent #orrowers are offere! a speciall" !esigne!erm Insurance co*er an! the premium can #e inclu!e! as an item offinance

. REPA


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!irectl" to the Institution+ 8en!ors of #ooks+e>uipments+instrumentsto the e$tent possi#leYii6 Stu!ent to pro!uce mark list of pre*ious term+semester #eforea*ailing ne$t installment Yiii6 Stu!ent + Parent to pro*i!e latest mailing a!!ress, in case of an"change Yi*6 Stu!ent +Parent to inform Branch imme!iatel" on change of course+completion of stu!ies+termination of stu!ies+ an" refun! of fees #"college +institution +successful placement +o#tention of jo#+change ofjo# etc,

STAR HOME 6OANS

Pro*i!es loans to purchase a Plot for construction of a 7ouse, topurchase+construct house+flat, as well as for reno*ation+repair+alteration+a!!ition to house+flat, furnishing of house

Ma$imum loan amount is RsE11 lacs an! repa"ment ranges upto01 "ears, with reasona#le margin an! nominal processing charges ocommitment +a!ministrati*e charges

he loan is a*aila#le at *er" competiti*e rates of interest, currentl"

a*aila#le in the in!ustr"

(ption for !ifferent 4MI amounts for !ifferent perio!s !uring tenureof loan to suit customers repa"ment capacit"

Prepa"ment of 9oan permitte!

Interest is calculate! on !ail" #alance #asis which is of greata!*antage to customer as it results in lower interest amount

9oan to RIs as well as Persons of In!ian (rigin

Simplifie! application form+proce!ures for con*enience ofcustomers, an! spee!" appro*als

)ree Personal %cci!ent Insurance co*er

9ife Insurance ;o*er to #orrowers for 9oan Protection5optional6


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E,i'ibi,i!y

Salarie! emplo"ees, Professionals like Doctors, 9aw"ers, 4ngineers,;hartere! %ccountants, Self/emplo"e! persons Re>uests are alsoconsi!ere! in special cases from Group of in!i*i!uals, RIs, PI(s, 7:), Prop)irm, Partnership firms an! corporate

Pur2+4e

o purchase+construct house+flat o reno*ate+e$ten!+repair e$isting house+flat

o purchase a plot of lan! for construction of house

o ac>uire househol! articles along with the house+flat/for furnishingthe house+flat

u"$!u + 6+"$

)or construction+purchase of a house+flat/RsE11 lacs Repairs+reno*ation+e$tension+a!!ition to house+flat / Rs01 lacs Purchase of a plot / RsE1 lacs Purchase+ac>uire househol! articles for furnishing the house+flat / Rs311

lac 53?Q of 7ome 9oan amount6

Minimum si-e of 7ousing 9oan./

%t Metro an! :r#an ;entres ./Rs (ne 9akh

%t Rural an! Semi :r#an ;entres ./o minimum si-e of loan

Pr+e44i$' #"r'e4

)or loans upto RsE1 lacs (ne time 1??Q of loan amount min Rs E111+/

an! ma$ Rs31111+/)or 9oan o*er RsE1 9acs upto Rs?1 lacs (ne time flat Rs3?,111+/)or 9oan o*er Rs?1 9acs upto Rs311 crore (ne time flat Rs01,111+/9oans o*er Rs311 crore (ne time flat Rs0?,111+/9oans o*er RsE11 crores (ne time flat Rs?1,111+/)or Partnership firms & ;orporate Borrowers Processing charges will #e !ou#le that of applica#le to in!i*i!uals


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)or Rural areas Processing charges will #e ?1Q that of applica#le toin!i*i!uals in respect of loans a*aile! #" #orrowers from rural areas from theRural Branches

C+$0er4i+$ C#"r'e4

S=i!# +0er r+:i )i$e! to floating R(I/ 10?Q pa on o+s #alance for the remainingmaturit" of loanii )loating to )i$e! R(I / 1@1Q pa on o+s #alance for the remainingmaturit" of loan)or i & ii a#o*e. ma$ ;harge. 031Q of o+s #alance

C#"r'e4 +r de0i"!i+$ r+ !#e 4#ee $+r4

)or e*er" item of De*iation from the scheme norms (ne time a!!itional processing charges min RsE111+/Y ma$ for set of!e*iations Rs31,111+/

M"r'i$

)or 9oan upto Rs31 9acs 3?Q)or 9oan o*er Rs31 9acs 01Q

N+!e :

;ost incurre! #" the proponent in the form of lan! alrea!"purchase!+ac>uire! #" him+her 5from their own sources6 can #e accepte! aspart of a#o*e sai! margin at the re>uest of proponent 9i>ui! securities suchas Banks DR,S;,'8P etc, can also consi!ere! as Margin, ensuring higher>uantum of loanRe2"ye$!&"$ be u4!+i4ed)

7ighl" fle$i#le / ma$imum 01 "rs inclu!ing moratorium perio! of 3 months5ma$6 in monthl" installmentsRepa"ment will start on completion ofconstruction+purchase of house+flat or 3 months after first !is#ursement,whiche*er is earlier

E,i'ib,e u"$!u + 6+"$> EMI;alculation of >uantum of loan is relate! to Income+repa"ment capacit" ofproponent+#orrower

Salarie! 4mplo"ees .@ times of gross monthl" salar" or @ times ofgross annual income #ase! on I/ Returns

Self/emplo"e!+Professionals +In!i*i!uals4ngage! in ra!e

@ times of their Gross annual income #ase! on I/ Returns


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+;ommerce+Business

;hartere! %ccountants? times of Gross annual income #ase! on I/Returns

DoctorsA times of Gross annual Income #ase! on I/Returns

7:)+Proprietorship+Partnership )irm+ ;ompan"

@ times of cash accruals 5P%^Depreciation6 asper their Balance Sheet+P&9 %ccount

In case of In!i*i!uals.

Ne! !"e #+e 2"y>i$+e &$e! + EMI +

Pr+2+4ed ,+"$) 4#+u,d $+! be ,e44 !#"$ + !#e 'r+44 +$!#,y 4","ry>i$+e +

"22,i"$!&4)

In case of7:)+Proprietorship+Partnership firm+;ompan" .

DS;R shoul! #e minimum 3?

Fee4 > C#"r'e4 o a!ministrati*e fees o commitment charge

Prepa"ment charges .i6 o charges, if pre/pa"ment is ma!e from own sources of the #orrower ii61A?Q pa on the outstan!ing loan amount for remaining maturit" of theloan, su#ject to ma$00?Q of outstan!ing loan amount in case of take o*er#" other #ank+)I

(ther ;harges . 9egal 4$penses+8aluation ;harges+Stamp Paper;harges %t actual 9oan %greement cop" charge . as applica#leR"!e + I$!ere4!=.e. .11.

:pto? "rs

_?/31"rs

_31/3?"rs

_3?/01"rs

)loating Rate /9inke! to floating reference rate5Q pa at monthl" rest6 )(R 9IMIS :P(RSE1 9%;S. ? 211 20? 20?)(R 9IMIS (4R RSE1 9%;S :P( RS?1 9%;S.

2?1 2? 3111 310?

)(R 9IMIS (84R RS?1 9%;S .310?

31?1

31?

3311

Interest on !ail" re!ucing #alances Interest applica#le to resi!ents as wellas non/resi!entsDi4bur4ee$! i$ "d0"$e


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Re>uest for 311Q !is#ursement #efore completion of house+flat can #epermitte! su#ject to a*aila#ilit" of a!!itional securit" of 30?Q of theunsecure! portion of loan amount to #e !is#urse!

Seuri!y

]4>uita#le Mortgage 53st charge6 on lan!+flat+househir! Part" guarantee5if mortgage coul! not #e create! at the time of!is#ursement 6Addi!i+$", I$e$!i0e4

i )ree Personal %cci!ent Insurance co*er for the #orrower 5co*eringacci!ental !eath as well as permanent total !isa#lement6 as per terms ofinsurance polic" co*ering loan outstan!ing as on the !ate of acci!entii 9oan amount of Rs311,111+/53?Q of home loan / ma$Rs3 lac6 forfurnishing the house+flat at a rate of interest as applica#le to housing loan

un!er the scheme9ife Insurance co*er to housing loan #orrowers againstrisk of !eath !uring tenure of loan un!er Group Insurance Scheme in tie upwith I;I;I Pru!ential 9ife Insurance ;o 9t!

Insurance co*er is optional 9ow+ affor!a#le premium rates

Insurance co*er at a !iscounte! rate in case of "ounger joint #orrower

Bank will grant loan for meeting the premium amount pa"a#le upfront5single premium6 9oan for premium will increase 4MI onl" marginall"

%*oi!s home loan #ur!en on the famil" as home loan comes with 9ife

Insurance co*er Protection against loan amount Scheme is simple an! hassle free

7igher non/me!ical limit. %ge upto @? "ears . Rs 31 lacs, %ge a#o*e@? "ears . Rs lacs

Insurance premium is eligi#le for ta$ #enefit u+s 1 ; an! claimprocee!s are ta$ free u+s 31531D6, as per pre*ailing Income/ta$ laws

O!#er4

Su#stantial a$ #enefits a*aila#le 5as per applica#le Income/ta$ laws6 on./

Repa"ment of Installmentsof 7ousing 9oan Pa"ment of interest on 7ousing 9oan

N+!e:- BANK OF INDIA ",4+ 2r+0ide4 4!"r "u!+ i$"$e ,+"$( 4!"r

#+,id"y ,+"$( 4!"r IPO( 4!"r "#i," '+,d ,+"$ 4#ee( 4!"r +r!'"'e

,+"$( 4!"r 2e$4i+$er ,+"$.


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FUTURE OF BANKING IN INDIA

% health" #anking s"stem is essential for an" econom" stri*ing to achie*e

goo! growth an! "et remain sta#le in an increasingl" glo#al #usiness

en*ironment he In!ian #anking s"stem has witnesse! a series of reforms

in the past, like !eregulation of interest rates, !ilution of go*ernment stakein PSBs, an! increase! participation of pri*ate sector #anks It has also

un!ergone rapi! changes, reflecting a num#er of un!erl"ing !e*elopments

his tren! has create! new competiti*e threats as well as new opportunities

his paper aims to foresee major future #anking tren!s, #ase! on these past

an! current mo*ements in the market

Gi*en the competiti*e market, #anking will 5an! to a great e$tent alrea!"

has6 #ecome a process of choice an! con*enience he future of #anking

woul! #e in terms of integration his is alrea!" #ecoming a realit" withnew/age #anks such as L4S Bank, an! others too a!opting a single/PI

Geograph" will no longer #e an inhi#itor echnolog" will pro*e to #e the

!ifferentiator in the short/term #ut the !"namic en*ironment will soon lea!

to its saturation an! what will ultimatel" #e the ke" to success will #e a

#etter relationship management

O;ER;IE5

If one were to sa" that the future of #anking in In!ia is #right, it woul! #e a

gross un!erstatement Fith the growing competition an! con*ergence of

ser*ices, the customers 5"ou an! I6 stan! onl" to #enefit more to sa" the

least %t the same time, emergence of a multitu!e of comple$ financial

instruments is foreseen in the near future 5the tren! is *isi#le in the current


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scenario too6 which is #oun! to confuse the customer more than e*er unless

she spen!s hours 5ma"#e !a"s6 to un!erstan! the same 7ence, I see a

growing tren! towar!s the importance of relationship managers he success

5or failure6 of an" #ank woul! !epen! not onl" on tapping the untappe!customer #ase 5from other !epartments of the same #ank, customers of

relate! similar institutions or those of the competitors6 #ut also on the

effecti*eness in retaining the e$isting #ase

In!ia has witness to a sea change in the wa" #anking is !one in the past

more than two !eca!es Since 3223, the Reser*e Bank of In!ia 5RBI6 took

steps to reform the In!ian #anking s"stem at a measure! pace so that

growth coul! #e achie*e! without e$posure to an" macro/en*ironment an!

s"stemic risks Some of these initiati*es were !eregulation of interest rates,!ilution of the go*ernment stake in pu#lic sector #anks 5PSBs6, gui!elines

#eing issue! for risk management, asset classification, an! pro*isioning

echnolog" has ma!e tremen!ous impact in #anking HAnywhere banking

an! HAnytime banking ha*e #ecome a realit" he financial sector now

operates in a more competiti*e en*ironment than #efore an! interme!iates

relati*el" large *olume of international financial flows In the wake of greater

financial !eregulation an! glo#al financial integration, the #iggest challenge

#efore the regulators is of a*oi!ing insta#ilit" in the financial s"stem

RISK MANAGEMENT

he future of #anking will un!ou#te!l" rest on risk management !"namics(nl" those #anks that ha*e efficient risk management s"stem will sur*i*e inthe market in the long run he effecti*e management of cre!it risk is acritical component of comprehensi*e risk management essential for long/term success of a #anking institution

%lthough capital ser*es the purpose of meeting une$pecte! losses, capital isnot a su#stitute for ina!e>uate !econtrol or risk management s"stems;oming "ears will witness #anks stri*ing to create soun! internal control orrisk management processesFith the focus on regulation an! risk management in the Basel II frameworkgaining prominence, the post/Basel II era will #elong to the #anks thatmanage their risks effecti*el" he #anks with proper risk management


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s"stems woul! not onl" gain competiti*e a!*antage #" wa" of lowerregulator" capital charge, #ut woul! also a!! *alue to the sharehol!ers an!other stakehol!ers #" properl" pricing their ser*ices, a!e>uate pro*isioningan! maintaining a ro#ust financial structure

LThe future belongs to bigger banks alone, as well as to those which

have minimized their risks considerably.

Name o Sc!emeAC"IEVEMENTS

he Bank crosse! milestone of Rs@,11,111 ;r of Business Mi$

;%S% Deposits grew #" Rs3E,01A ;r 5a growth rate of 0Q6 touching

a le*el of RsA3,@E ;rY impro*e! from E11Q to E3?Q

%s man" as E3? lakh S+B accounts an! 33 lakh current accounts

opene! !uring the "ear ;ustomer #ase impro*es #" o*er 31Q

Domestic network touche! E01 #ranches an! 01 %Ms 3A

#ranches an! E01 %Ms were inaugurate! !uring the "ear

0 specialise! Mi! ;orporate Banking Branches were opene!

S"n!ication !esk reacti*ate! an! projects in*ol*ing outla" of close to

Rs 31,111 ;r processe!

o ai! cre!it !eli*er", online Credi! A22,i"!i+$ Pr+e44i$' Sy4!e

&CAPS) intro!uce!

Bank achie*e! 311Q ;BS status

3111 #ranches of the Bank were refur#ishe! with the Banks stan!ar!

!esign


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M programme of :S` ?11 million conclu!e! at a fine rate ami!st

immense in*estor enthusiasm

Glo#al Remittance ;entre for facilitating R4 remittances from acrossthe worl! was opene! in Mum#ai

o facilitate control an! monitoring C+2u!er Aided Audi! T++,

&CAAT) launche!

Manpower planning put on fast track an! as man" as 0A?1 emplo"ees

promote! an! 0011 staff mem#ers traine! Plans for recruitment ofo*er @?11 staff finali-e!

A="rd4 A+,"de4

he secon! Most ruste! Bran!s= 5MB6, 0112 un!er PS: categor"

0112

D8 Profit Business 9ea!ership %war!s 0112 for Best PS: Bank

(utlook mone" D8 Profit %war!s 0112 Best 4!ucation 9oanPro*i!er Runner up

Best Bank un!er Banking ;ategor" #" Dun & Bra!street Rolta

;orporate %war!s 0112

)4/4L Most 4fficient Pu#lic Sector Bank %war!s 0131 #" Dalal Street

Secon! #est performance awar! in len!ing to Micro & Small

4nterprises sector #" the Go*ernment of In!ia


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STAR #ENEFIT CD ACCO$NTS


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STATEMENT OF THE PROB6EM

his Stu!" will help us to un!erstan! the consumers satisfaction a#out

#anking ser*ices an! pro!ucts his stu!" will help #anks to un!erstan!,

how a consumer selects, organi-es an! interprets the Cualit" of ser*ice an!

pro!uct offere! #" #anks

he market is more aware an! realistic a#out in*estment an! returns from

financial pro!ucts In this #ackgroun! this stu!" tries to anal"-e the

customer satisfaction towar!s #anking ser*ices in general an! Bank of In!ia

in particular

NEED FOR THE STUDuestions who, what,

when, where, an!, sometimes, how he researcher attempts to !escri#e or

!efine a su#ject, often #" creating a profile of a group of pro#lems, people,

or e*ents

Such stu!ies ma" in*ol*e the collection of !ata an! the creation of a

!istri#ution of the num#er of times the researcher o#ser*es a single e*ent or

characteristic 5the research *aria#le6, or the" ma" in*ol*e relating the

interaction of two or more *aria#les (rgani-ations that maintain !ata#ases

of their emplo"ees, customers, an! suppliers alrea!" ha*e significant !ata to

con!uct !escripti*e stu!ies using internal information Let man" firms that

ha*e such !ata files !o not mine them regularl" for the !ecision/making

insight the" might pro*i!e his !escripti*e stu!" is popular in #usiness

research #ecause of its *ersatilit" across !isciplines In for/profit, not/for/

profit an! go*ernment organi-ations, !escripti*e in*estigations ha*e a #roa!

appeal to the a!ministrator an! polic" anal"st for planning, monitoring, an!

e*aluating In this conte$t, how >uestions a!!ress issues such as >uantit",

cost, efficienc", effecti*eness, an! a!e>uac"


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Descripti*e stu!ies ma" or ma" not ha*e the potential for !rawing powerful

inferences % !escripti*e stu!", howe*er, !oes not e$plain wh" an e*ent has

occurre! or wh" the *aria#les interact the wa" the" !o

SAMP6E SI*E

Sample si-e !enotes the num#er of elements selecte! for the stu!" )or the

present stu!", 1 respon!ents were selecte! at ran!om %ll the 1

respon!ents were the customers of !ifferent #ranches of Bank of In!ia

SAMP6ING METHOD

% sample is a representati*e part of the population In sampling techni>ue,

information is collecte! onl" from a representati*e part of the uni*erse an!

the conclusions are !rawn on that #asis for the entire uni*erse

% con*enience sampling techni>ue was use! to collect !ata from the

respon!ents

METHOD OF DATA CO66ECTION

o know the response, the researcher use! >uestionnaire metho! It has#een !esigne! as a primar" research instrument Cuestionnaires were!istri#ute! to respon!ents an! the" were aske! to answer the >uestionsgi*en in the >uestionnaire

he >uestionnaires were use! as an instrumentation techni>ue, #ecause it isan important metho! of !ata collection he success of the>uestionnaire metho! in collecting the information !epen!s largel" onproper !rafting So in the present stu!" >uestions were arrange! an!interconnecte! logicall" he structure! >uestionnaire will re!uce #othinter*iewers an! interpreters #ias

)urther, co!ing an! anal"sis was !one for each >uestions response to reachinto fin!ings, suggestions an! finall" to the conclusion a#out the topic


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T


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6IMITATIONS OF THE STUD="i!i$'>=ri!i$'

;ategor" o of Respon!ents

Q

8er"Goo!

2 330?

Goo! A0 ?%*erage ?Poor 0 0?;ant sa" 1 1

GRAPH-/

A$",y4i4: - )rom the a#o*e ta#le an! graph it can #e seen that 2Q of thepeople ha*e categori-e! a*erage an! 33Q of the people ha*e categori-e!*er" goo!, EQ of the people ha*e categori-e! poor while the other Qha*e categori-e! goo! in the Space a*aila#le for sitting+waiting+writing inthe #ank

I$!er2re!"!i+$: So we can conclu!e most of the people are happ" an! lessno of people are not happ" #" its Space a*aila#le for sitting+waiting+writingin the #ank

TAB6E-3


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A0"i,"bi,i!y + ,++4e 4,i24 +r de2+4i!4( =i!#dr"=", e!.


Q

8er" Goo! 3? 3?

Goo! ? 0?

%*erage ? A0?

Poor 0 0?;ant sa" 1 1

GRAPH-3

A$",y4i4: - )rom the a#o*e ta#le an! graph it can #e seen that A0?Q ofthe people ha*e categori-e! a*erage an! 3?Q of the people ha*ecategori-e! *er" goo!, 0?Qof the people ha*e categori-e! poor while theother 0?Q ha*e categori-e! goo! in a*aila#ilit" of loose slips for !eposits,

with!rawal etc easil" in the !ifferent #ranches of the #ank

I$!er2re!"!i+$: So we can conclu!e that loose slips for !ifferent purposesare a*aila#le in the #ank easil"

TAB6E-&A)


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A0"i,"bi,i!y + 4!" eber4 +r "$y e$uiry


Q

8er" Goo! 31 30?

Goo! ?3 AE?

%*erage 3 030?

Poor 0 0?

;ant sa" 1 1

GRAPH-&A)

A$",y4i4: - )rom the a#o*e ta#le an! graph it can #e seen that 03Q of thepeople ha*e categori-e! a*erage an! 30Q of the people ha*e categori-e!*er" goo!, EQof the people ha*e categori-e! poor while the other A@Qha*e categori-e! goo! in a*aila#ilit" of staff mem#ers for an" in the !ifferent#ranches of the #ank

I$!er2re!"!i+$: So we can conclu!e that staff mem#ers are alwa"sa*aila#le in counters for en>uir" purpose an! separate staff for en>uir" in#ig #ranches of the #ank

TAB6E-&B)


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A0"i,"bi,i!y + 4!" eber4 +r ,i4!e$i$' u4!+er 2r+b,e4


Q

8er" Goo! 33 3E?

Goo! 0? E30?

%*erage 3@ 3?

Poor @ ?

;ant sa" 0A E0?

GRAPH-&B)

A$",y4i4: - )rom the a#o*e ta#le an! graph it can #e seen that 3Q of thepeople ha*e categori-e! a*erage an! 3@Q of the people ha*e categori-e!*er" goo!, ?Q of the people ha*e categori-e! poor while the other E3Qha*e categori-e! goo! in a*aila#ilit" of staff mem#ers for listening customerpro#lems an! a#out EEQ of people cant a#le to sa" #ecause the" !i! not

face an" pro#lem till now in the !ifferent #ranches of the #ank

I$!er2re!"!i+$: So we can conclu!e that staff mem#ers are mostl"a*aila#le in counters for listening customer pro#lems an! help themaccor!ing to that Separate staff an! counter are a*aila#le for han!lingcustomer pro#lems in #ig #ranches of the #ank

TAB6E-


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Ge$er", be#"0i+ur + !#e 4!" eber4


Q

8er" Goo! 01 0?

Goo! @ ??

%*erage 33 3E?

Poor 0 0?

;ant sa" 1 1

GRAPH-

A$",y4i4: - )rom the a#o*e ta#le an! graph it can #e seen that 3@Q of thepeople ha*e categori-e! a*erage an! 0?Q of the people ha*e categori-e!*er" goo!, 0Q of the people ha*e categori-e! poor while the other ?2Qha*e categori-e! goo! in General #eha*ior of the staff mem#ers in the!ifferent #ranches of the #ank

I$!er2re!"!i+$: So we can conclu!e that most of customers are satisf" #"

the #eha*ior of the staff mem#ers

TAB6E-


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E92erie$e "b+u! ,+er 4er0ie


Q

8er" Goo! 1 1

Goo! 1 1

%*erage 1 1

Poor 1 1

;ant sa" 1 311

GRAPH-

A$",y4i4: - )rom the a#o*e ta#le an! graph it can #e seen that 311Q ofthe people are una#le to sa" an"thing a#out locker ser*ice in Bank of In!ia#ecause the" !ont ha*e a*ail this ser*ice "et

I$!er2re!"!i+$: So we can conclu!e that the num#ers of customers a*ailing

locker facilit" at the #ank of In!ia are less

TAB6E-


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P"ye$! + "4#( #eue4( DD4


Q

8er" Goo! A ?

Goo! @A ??

%*erage ?

Poor 1 1

;ant sa" 03 0A0?

GRAPH-

A$",y4i4: - )rom the a#o*e ta#le an! graph it can #e seen that 2Q of thepeople ha*e categori-e! a*erage an! Q of the people ha*e categori-e!*er" goo!, while the other ?Q ha*e categori-e! goo! in Pa"ment of cash,che>ues, DDs in the !ifferent #ranches of the #ank an! a#out 0AQ peopleare not a#le to sa"

I$!er2re!"!i+$: So we can conclu!e that most of customers are satisf" #"the ser*ice of pa"ment of cash, che>ues an! DDs


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TAB6E-

De,i0ery + De"$d dr"!4> 2"y +rder4


Q

8er" Goo! 33 3E?

Goo! @2 A30?

%*erage ?

Poor 3 30?

;ant sa" 30 3?

GRAPH-

A$",y4i4: - )rom the a#o*e ta#le an! graph it can #e seen that ?Q ofthe people ha*e categori-e! a*erage an! 3E?Q of the people ha*ecategori-e! *er" goo!, 30?Q of the people ha*e categori-e! poor while theother A30?Q ha*e categori-e! goo! in!eli*er" of !eman! !rafts an! pa"

or!ers in the !ifferent #ranches of the #ank Fhereas 3?Q customers arenot a#le to sa" a#out this ser*ice #ecause the" !i! not use it till now

I$!er2re!"!i+$: So we can conclu!e that most of customers who are usingthis ser*ice are satisfie!


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TAB6E-

U2d"!i$' + 2"44 b++4


Q

8er" Goo! ? 30?

Goo! 3@ 3?

%*erage 0 0?

Poor 1 1

;ant sa" ?

GRAPH-

A$",y4i4: - )rom the a#o*e ta#le an! graph it can #e seen that EQ of thepeople ha*e categori-e! a*erage an! 3Q of the people ha*e categori-e!*er" goo!, while the other 3Q ha*e categori-e! goo! in up!ating thepass

#ooks of the account hol!ers of the #ank Fhereas 2Q customers are nota#le to sa" a#out this ser*ice

I$!er2re!"!i+$: So we can conclu!e that most of customers are satisfie! #"up!ating of their pass #ooks an! the" get *er" fast ser*ice in it


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TAB6E-1

I44ue + #eue b++4 i$ urre$!> 4"0i$' "+u$!4


Q

8er" Goo! A ?

Goo! E3 E?

%*erage A ?

Poor 0 0?

;ant sa" E? @E?

GRAPH-1

A$",y4i4: - )rom the a#o*e ta#le an! graph it can #e seen that Q of thepeople ha*e categori-e! a*erage an! Q of the people ha*e categori-e!*er" goo!, while the other E2Q ha*e categori-e! goo! an! EQ of the peopleha*e categori-e! in poor in issuing the che>ue #ooks to the account hol!ers

of the #ank Fhereas @@Q customers are not a#le to sa" a#out this ser*ice#ecause the" !ont ha*e taken che>ue facilit"

I$!er2re!"!i+$: So we can conclu!e that most of customers who area*ailing this facilit" are satisfie! #" issuing the che>ue #ooks #" the #ank


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TAB6E-11

ATM 4er0ie "! BOI ATM4


Q

8er" Goo! 0 0?

Goo! @? ?A0?

%*erage 0 0?

Poor E E?

;ant sa" 0 E?

GRAPH-11

A$",y4i4: - )rom the a#o*e ta#le an! graph it can #e seen that EQ of thepeople ha*e categori-e! a*erage an! 0Q of the people ha*e categori-e!*er" goo!, while the other ?AQ ha*e categori-e! goo! an! @Q of the peopleha*e categori-e! in poor in %M ser*ice at B(I %Ms Fhereas E?Q

customers are not a#le to sa" a#out this ser*ice #ecause the" are nota*ailing %M facilit"

I$!er2re!"!i+$: So we can conclu!e that most of customers who area*ailing this facilit" are satisfie! at Bank of In!ia %Ms


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TAB6E-1/

6+"!i+$ + BOI ATM4


Q

8er" Goo! E E?

Goo! 0@ E1

%*erage 0 EE?

Poor E E?

;ant sa" 0E 0?

GRAPH-1/

A$",y4i4: - )rom the a#o*e ta#le an! graph it can #e seen that EQ of thepeople ha*e categori-e! *er" goo! an! E1Q of the people ha*e categori-e!goo!, E@Q ha*e categori-e! a*erage an! @Q of the people ha*e categori-e!in poor while the other 02Qha*e categori-e! in cant sa" in location of B(I

%Ms #ecause the" !ont ha*e %M car!

I$!er2re!"!i+$: So we can conclu!e that a#out 3+E of customers feel thatB(I has place! its %M centres in *er" goo! place an! another 3+E ofcustomers think that it has chosen a*erage places

TAB6E-13


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Di42+4", + ,+"$ "22,i"!i+$4


Q

8er" Goo! 1 1

Goo! 31 30?

%*erage 31

Poor 3 30?

;ant sa" A3 A0?

GRAPH-13

A$",y4i4: - )rom the a#o*e ta#le an! graph it can #e seen that 3EQ of thepeople ha*e categori-e! goo!, 31Q ha*e categori-e! a*erage an! 3Q of thepeople ha*e categori-e! in poor while the other AQha*e categori-e! incant sa" in !isposal of loan applications in Ranchi

I$!er2re!"!i+$: So we can conclu!e that a#out B(I has less num#er of

customers who ha*e applie! for loans #ecause a#out AQ of customers areuna#le to sa" regar!ing it

T"b,e-1


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Be#"0i+ur =i!# 4!ude$!4 4eei$' +r edu"!i+$ ,+"$


Q

8er" Goo! 1 1

Goo! 3 00?

%*erage 3? 3?

Poor 3 30?

;ant sa" @A ??

GRAPH-1

A$",y4i4: - )rom the a#o*e ta#le an! graph it can #e seen that 00Q of thepeople ha*e categori-e! goo!, 32Q ha*e categori-e! a*erage an! 3Q of thepeople ha*e categori-e! in poor while the other ?Qha*e categori-e! incant sa" in #eha*ior with stu!ents seeking for e!ucation loans in Ranchi

I$!er2re!"!i+$: So we can conclu!e that a#out B(I shoul! gi*e the

information a#out e!ucation loan to stu!ents also so that the" can also takethe !ecision a#out it

TAB6E-1

A0"i,"bi,i!y + di"+$d u4!+er ,+u$'e


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Q

8er" Goo! 0 0?

Goo! E E?

%*erage E E?

Poor 1 1

;ant sa" 0 21

GRAPH-1

A$",y4i4: - )rom the a#o*e ta#le an! graph it can #e seen that 0Q of thepeople ha*e categori-e! *er" goo!, @Q of the people ha*e categori-e!goo!, @Q ha*e categori-e! a*erage while the other 21Qha*e categori-e! incant sa" in a*aila#ilit" of !iamon! customer lounge in !ifferent #ranches inRanchi

I$!er2re!"!i+$: So we can conclu!e that most of the customers are

unaware a#out !iamon! customer lounge

T"b,e-1

I$+r"!i+$ re'"rdi$' !#ird 2"r!y 2r+du!4

&I$4ur"$e( G+,d +i$ e!.)


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9

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Q

8er" Goo! 33 3E?

Goo! 00 0?%*erage 31 30?

Poor @ ?

;ant sa" EE @30?

GRAPH-1

A$",y4i4: - )rom the a#o*e ta#le an! graph it can #e seen that 3@Q of the

people ha*e categori-e! *er" goo!, 0Q of the people ha*e categori-e!

goo!, 3EQ ha*e categori-e! a*erage, ?Q of the people ha*e categori-e! in

poor while the other @3Qha*e categori-e! in cant sa" in Information

regar!ing thir! part" pro!ucts like insurance, gol! coins etc in !ifferent

#ranches in Ranchi

I$!er2re!"!i+$: So we can conclu!e that most of the customers are aware

a#out its thir! part" pro!ucts #ut a large segment of customers are unawarea#out it also

T"b,e-1

P+4! 4er0ie + !#ird 2"r!y 2r+du!4


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Q

8er"

Goo!

E E?

Goo! 3 30?

%*erage 3 30?

Poor 0 0?

;ant sa" E 230?

GRAPH-1

A$",y4i4: - )rom the a#o*e ta#le an! graph it can #e seen that @Q of the

people ha*e categori-e! *er" goo!, 3Q of the people ha*e categori-e!

goo!, 3Q ha*e categori-e! a*erage, EQ of the people ha*e categori-e! in

poor while the other 23Qha*e categori-e! in cant sa" in post ser*ice of

thir! part" pro!ucts like insurance, gol! coins etc

I$!er2re!"!i+$: So we can conclu!e that B(I has *er" less num#er of the

customers for its thir! part" pro!ucts

T"b,e-1

Cr+44 4e,,i$' + 0"ri+u4 $e= 2r+du!4


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Q

8er"Goo!

A ?

Goo! E2 @?

%*erage A ?

Poor @ ?

;ant sa" 0? E30?

GRAPH-1

A$",y4i4: - )rom the a#o*e ta#le an! graph it can #e seen that Q of the

people ha*e categori-e! *er" goo!, @2Q of the people ha*e categori-e!

goo!, Q ha*e categori-e! a*erage, ?Q of the people ha*e categori-e! in

poor while the other E3Qha*e categori-e! in cant sa" in cross selling of its

*arious new pro!ucts

I$!er2re!"!i+$: So we can conclu!e that B(I is !oing *er" well in crossselling of *arious new pro!ucts which is launche! #" the #ank time/to/time

T"b,e-1

Di42,"y + urre$! 2r+du!4


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Q

8er" Goo! 31 30?

Goo! A1 ?

%*erage 31 30?

Poor 1 1

;ant sa" 1 1

GRAPH-1

A$",y4i4: - )rom the a#o*e ta#le an! graph it can #e seen that 30Q of the

people ha*e categori-e! *er" goo!, ?Q of the people ha*e categori-e!

goo!, while the other 3EQ ha*e categori-e! a*erage in !ispla" of its current

pro!ucts

I$!er2re!"!i+$: So we can conclu!e that B(I is maintaining *er" well its

#ranches #" !ispla"ing currents pro!ucts for the information of its *alua#lecustomers

T"b,e-/

Freue$y + u4!+er ee!


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Q

8er"

Goo!

0 0?

Goo! E E?

%*erage 0 0?

Poor 0 0?

;ant sa" 3 ?

GRAPH-/

A$",y4i4: - )rom the a#o*e ta#le an! graph it can #e seen that 0Q of the

people ha*e categori-e! *er" goo!, @Q of the people ha*e categori-e!

goo!, 0Q ha*e categori-e! a*erage, EQ of the people ha*e categori-e! in

poor while the other 2Qha*e categori-e! in cant sa" in fre>uenc" of

customers meet in Ranchi

I$!er2re!"!i+$: So we can conclu!e that most of the customers areunaware a#out its customers meet which is organi-e! for the impro*ement

of ser*ices pro*i!e! #" the #ank


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7

Fi$di$'4

Most of the customers are satisfie! #" the cleanliness of its #ranches

which is *er" necessar" for #oth emplo"ees an! customers also for

h"gienic purpose

Bank of In!ia pro*i!es goo! space for writing, waiting etc in its

#ranches

General #eha*ior of 4mplo"ees of Bank of In!ia is goo! towar!s its

clients

%ccor!ing to sur*e" Bank of In!ia has less num#er of customers who

are ren!ering its locker ser*ice

Most of the ;ustomers are satisfie! #" its %M ser*ice

3+E of customers feel that B(I has place! its %M centres in *er" goo!

place an! another 3+E of customers think that it has chosen a*erage

places

Most of the customers are aware a#out its thir! part" pro!ucts like

insurance, gol! coins etc

B(I is !oing *er" well in cross selling of *arious new pro!ucts which is

launche! #" the #ank time/to/time

B(I maintains *er" well its #ranches #" !ispla"ing currents pro!uctsfor the information of its *alua#le customers


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Fith regar! to #anking pro!ucts an! ser*ices, consumers respon! at !ifferent

rates, !epen!ing on the consumers characteristics 7ence B(I shoul! tr" to #ringtheir new pro!uct an! ser*ices to the attention of potential earl" a!opters

Due to the intense competition in the financial market, B(I shoul! a!opt

#etter strategies to attract more customers

B(I shoul! a!opt effecti*e promotional strategies to increase the awareness

le*el among the consumers

B(I shoul! ask for their consumer fee!#ack to know whether the consumers

are reall" satisfie! or !issatisfie! with the ser*ice an! pro!uct of the #ank If

the" are !issatisfie!, then the reasons for !issatisfaction shoul! #e foun! out

an! shoul! #e correcte! in future

he B(I #ran! name has earne! a lot of goo!will an! enjo"s high #ran!

e>uit" %s there is intense competition, B(I shoul! work har! to maintain its

position an! offer #etter ser*ice an! pro!ucts to consumers

Majorit" of the people fin! #anking important in their life, so B(I shoul!

emplo" the strategies to con*ert the want in to nee! which will enrich their

#usiness

B(I shoul! a!opt the strateg" for pro*i!ing han!/to/han! %M car! for its

account hol!ers

B(I shoul! a!opt the effecti*e strategies for increasing customers for its

thir! part" pro!ucts


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CONC6USIONS

he project entitle!


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#i%lio&'ap!y:

Books

Research Methodology by C.R. KOTHARI, 2ndedition.

Marketing Manageent by !HI"I! KOT"#R, $$thedition.

$. %#&'IT#

www.bankofindia.com

www.google.com
http://www.bankofindia.com/http://www.google.com/http://www.bankofindia.com/http://www.google.com/


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CUSTOMER FEEDBACK FORM

NAME:-Ou2"!i+$..

ADDRESS:.

..C+$!"! N+

S,.N+.

Ser0ie4 ;eryG++d

G++d A0er"'e

P++r

1. C,e"$,i$e44 + !#e b"$( ;i4ibi,i!y+ Si'$b+"rd4

/. S2"e "0"i,"b,e +r 4i!!i$' >="i!i$' > =ri!i$'

3. E"4y "0"i,"bi,i!y + ,++4e de2+4i!

4,i24( =i!#dr"=", 4,i24( DD4 > TT4+r4 #",,"$4 e!.

. A0"i,"bi,i!y + 4er0ie4 + 4!"

eber4 :-&")F+r "$y e$uiry

&b) 6i4!e$i$' !+ y+ur 2r+b,e4


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. Ge$er", be#"0i+ur + !#e eber4

+ 4!"

. B"$ Order4

. U2d"!i$' + S"0i$'4 > RD P"44B++4

1. I44ue + C#eue B++4 i$ Curre$!>

SB ">

S,.N+.

Ser0ie4 ;eryG++d

G++d A0er"'e

P++r C

11. ATM 4er0ie4 "! BOI ATM4

1/. 6+"!i+$ + BOI ATM4

13. Di42+4", + 6+"$ "22,i"!i+$

1. Be#"0i+ur =i!# 4!ude$!4 4eei$'

+r Edu"!i+$ ,+"$

1. A0"i,"bi,i!y + Di"+$d u4!+er

,+u$'e1. I$+r"!i+$ re'"rdi$' !#ird 2"r!y

2r+du!4&I$4ur"$e(MF4(G+,d

+i$)

1. P+4! 4er0ie + TPP

1. Cr+44 4e,,i$' + 0"ri+u4 $e=


95/102

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2r+du!4

1. Di42,"y + urre$! 2r+du!4

/. Freue$y + u4!+er4 ee!


96/102

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7


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projet report of sip

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